Sr Technical Support Analyst
About The Position
Disney Entertainment and ESPN Product & Technology is a global organization focused on building and advancing the technological backbone for Disney’s media business. The team combines technology with creativity to create world-class products, enhance storytelling, and drive velocity, innovation, and scalability. This role is part of the Business Operations team, which guides technology strategy, drives day-to-day operations, manages projects, and oversees technical incident management and administrative support. As a Solutions Engineer II - Senior Technical Analyst, you will be a key member supporting global media production and distribution systems. You will be the first point of contact for technical engagement, responsible for intake, triage, and resolution of incidents, issues, and service requests. You will collaborate with engineering teams, leverage runbooks to maintain service availability, and maintain accurate documentation for critical business applications, streaming workflows, and satellite/broadcast systems.
Requirements
- 5+ years of experience in a 24x7 IT call center or helpdesk role
- Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA
- Hands-on experience fulfilling user service requests and leveraging problem solving skills to troubleshoot first-line technical issues, escalating to key engineering stakeholders as necessary
- Ability to work well under pressure and manage priorities with urgent deliverables
- Excellent communication and interpersonal skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders
- Ability to deliver high-quality results in a heavy multitasking environment
- Experience leading peers as well as working with minimal supervision
- ITIL v3/v4 Foundation Certification
Nice To Haves
- Experience with observability tools such as Datadog, BigPanda, Conviva, Grafana, Splunk
- Familiarity with streaming media workflows, broadcast systems, and IT infrastructure
- Familiarity with Major Incident Management, Problem Management, Change Management
Responsibilities
- Serve as the initial technical point of contact for customer-reported issues, leveraging strong problem-solving skills to triage and resolve incidents efficiently
- Coordinate incident response, collaborating closely with engineering and support teams to ensure timely resolution of complex technical challenges
- Work with and effectively communicate with Software, Infrastructure, and/or Network Engineers during incidents about necessary solutions to drive issues to resolution
- Act as a technical liaison between customers, internal support teams, and product engineering to ensure alignment and transparency throughout the resolution process
- Monitor service-health and communication channels (Datadog, BigPanda, Teams, email) and raise issues promptly to major incident management as necessary
- Document incidents thoroughly in ServiceNow and Jira; maintain ticket hygiene and ensure all fields are correctly filled out
- Participate in training programs to build and enhance technical acumen
- Review and update runbooks and technical documentation
- Mentor junior analysts and coordinate peer training and onboarding
- Oversee operational protocols and runbooks for supported workflows, systems, and applications to ensure high service availability and minimal disruptions
- Serve as the main point of contact for handling all issues and requests reported by stakeholders
- Efficiently capture incident details through phone calls, chat interviews or monitoring
- Analyze incidents thoroughly using problem solving to understand their scope and impact
- Work tickets, triage, and/or escalate as necessary
- Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery
- Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed
- Participate actively in incident management processes, documenting and managing incidents throughout their lifecycle
- Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base
- Assist in training junior members of the team
- Develop and coordinate peer technical acumen training program
- Review and update technical documentation and runbooks
- Assist in the onboarding process, review documentation, coordinate training sessions
- Monitor various service-health platforms and stakeholder communication platforms like Teams, Datadog, BigPanda, email, etc.
- Proactively identify and address potential issues or performance bottlenecks
Benefits
- A bonus and/or long-term incentive units may be provided as part of the compensation package
- full range of medical, financial, and/or other benefits, dependent on the level and position offered
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
